SMB Mgmt HC Tool

SMB Management Health Check Tool

Small Business Management Health Check


This Small Business
Management Health Check
is an easy to use tool that can assess how well you
are managing your Small Business against six Business Management areas. It will
take just 20 - 25 minutes to complete. After you submit the assessment, you
will receive an email that contains the assessment form along with all your
responses for record keeping.

If you want us to
analyze the assessment and prepare a list of recommended actions for you to
take, we would be happy to provide you that for a nominal fee.
Please indicate your
preference in the comments section towards the end of the assessment and we
will get in touch with you to providing details on that process. We will also
get plenty of information that will help you to implement the changes that Dr.
Surya Ganduri recommends in his report.


Name Business Email Phone Number
Describe the Background of Your Business; and your business Industry that you are in...

What was your Revenue earned in last fiscal year

What was the Profitability earned in last fiscal year

Are you the Sole Owner? If not, # of other Business Owners :

Number of Employees:

Number of Business Locations:

Do you have efficient customer and project management systems in place?
Do you have the capacity to sell sufficient products or services to cover all your costs and make a profit?
Do you retain your employees and are they committed to making your business a success?
Do you have access to independent advice and do you actually ask others for input into your business?
Do you have a business plan that clarifies the direction of your business and defines the steps needed to achieve your goals?
Are your premises suitable for your business and do they allow you to expand?
Have you protected the intellectual property (IP) in your business?
Do you have the support of family and friends when you are under stress?
Is your business income secured through a loyal customer base, customer contracts or locked in agreements?
Do you focus 80% of your time on the top 20% of issues in your business?
Do you have a sound business model that will last for the next five years?
Do you regularly review how the demand for your existing business might change in the future?
Do you regularly research new products or services that your customers may want in the future?
Do you have plans to take advantage of new ways to buy and sell products?
Do you have the right number of staff and do they have the right skills to take you forward?
Have you assessed major business risks and developed contingency plans to solve or avoid these risks?
Have you completed a SWOT (Strengths Weaknesses Opportunities Threats) analysis?
Do you have the technology you need to compete in the near future?
If your business grows, do you have the skills to manage a much larger business?
Do you have an exit strategy?
Is the business providing you with sufficient Income?
If not, what % more income would you like?

Do you work more than 40 hours a week?
How many hours would you like to work?

Do you take 3 or more weeks of vacation a year?
How much is your business worth?

In how many more years you hope to retire?

Do you have a succession plan?
Do you have a strategic plan with defined objectives?
Do the objectives take into account of the desired ROI, market share, etc.?
If yes, do you track your performance against the plan?
Do you know your revenue break-even level?
Do you have a cash flow plan which you monitor each month?
Do you hold regular management meetings to review progress?
What are your 3 biggest frustrations with your business?

Could you take a break next week at short notice without your business suffering as a result?
Do you have a written operations manual that sets performance Standards for your team?
If yes to the above, do you monitor team actual operations against the performance standards?
Do you find it hard to retain your employees?
Do all your team members receive regular training?
Do you set each employee performance targets to meet?
What do you do if your team fails to meet their targets?

Does your team make important decisions in the business?
Do you praise and reward your team members for excellent achievements?
What is your main ‘incentive’ to make team members work harder?

How often do you have team meetings?
Do you have a prepared set agenda to discuss in those team meetings?
Do you have a forum where the entire workforce gets together to discuss needs and frustrations?
On a scale 1-5, how good is your team at delivering a good service?

Do you think your salary bill is too high?
Are you over staffed?
Do you run performance appraisals every 6 months?
Do you have a career management scheme?
Do you have a prepared induction program for new starters?
Have all your team members signed a contract?
Do you think you need to focus more on employee issues?
Do your team members often waste your time?
Do you have difficulty recruiting good / qualified people?
Do staff have the skills that are relevant to the business?
What is the proportion of your employee salary against last year’s revenue?

We take care of our customers well. They often write and tell us.
We beat our competitors on our excellent service levels.
Word-of-mouth is our fastest method of growing our business.
A range of our customers always comments on our service delivery.
We discover our customer’s wants, needs and we determine their expectations before we serve them.
Our business is proactive and conducts market research regularly to identify what our customer needs.
We hold Customer advisory forums where we use an independent facilitator to sit around a table with a selection of our best customers to determine their wants, needs and expectations.
We have a monitoring system to show us how we are meeting the needs of our customers.
Our customers actively talk to our competitors.
Our ‘vision’ statement focuses on our customers and their needs.
We spend more money on finding new customers than retaining existing customers.
We would rather lose a sale with a valued client than to lose this customer to our competitors.
When we lose a customer we sit down with them and conduct an ‘exit interview’.
What % of your customer base have you lost in the last year?

What % of your customer base have you obtained in the last year?

We actively know the difference between ‘goods’ and ‘services’ marketing which helps us to get the best return on our marketing.
Our team always seeks to understand our customers before we service them.
We have had more than 20% of our existing customers tell us that we are extremely proactive in our service delivery.
We always speak in a clear, coherent manner, without using any technical jargon that the customer does not understand.
Our Customer Service Strategy is documented and is well known to every team member in our business.
Are you aware that research undertaken has shown that typically As much as 95% of unsatisfied customers do not bother to complain
Are you aware that research undertaken has shown that typically 10 people will hear of one of your dis-satisfied customers’ complaints.
Are you aware that research undertaken has shown that typically Each of these people will tell another 5 people.
Are you aware that research undertaken has shown that typically 68% of those customers who leave you perceive that you just don’t value or care about them?
Are you aware that research undertaken has shown that typically Improving your customer retention rate by 20% has the same effect as cutting costs by 10%?
Are you aware that research undertaken has shown that typically It costs as much as 10% more to obtain a new customer than to retain an existing customer.
Are you aware that research undertaken has shown that typically 95% of customers who perceive that their complaints are dealt with quickly will do business with the firm again?
Are you aware that research undertaken has shown that typically Those customers whose complaints are resolved quickly will tell 5 people, thereby, it can turn into a positive marketing tool.
Are you aware that research undertaken has shown that typically It takes 12 positive experiences to overcome 1 negative experience.
Briefly describe your products/services?

Do you monitor the profitability of each product/service on a regular basis
If yes to the above – do you change your portfolio of products/services as a result?
Is your marketing effective for your products/services?
Do you use Social Media to market your products / services?
Do you track your performance regularly for each type of media used?
Is your team creating excellent results at converting customers over the phone?
Is your website bringing in new business for you?
What forms of media do you use for your marketing?

What other methods do you use to obtain new business?

Do you have better products and services than your competitors?
Do you regularly ask customers what they want from you?
Do you keep a record of customer complaints of defects or errors that require rework?
Do your products or services provide innovative benefits?
Does everyone in your business clearly understand the core benefits of your products and services?
Do you have a secure and supportive supply chain?
Are all your contractors reliable and able to guarantee their work?
Do you have the right equipment to deliver product efficiently?
Does everyone in your business take responsibility for quality?
Do you have an effective inventory management system?

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